We arrange, coordinate and advocate. We're not nurses or doctors, and we don't provide hands-on personal care. We work alongside the people who do — and we make sure they're doing what they should be.

No. We don't diagnose, treat or provide nursing care. We work with the professionals who do — and we help make sure the right ones are involved and communicating with each other.

That's the most common call we get. You don't need to know what you're asking for — working that out is the job.

Missed appointments. Mail piling up. An empty or spoiled fridge. Losing weight. Withdrawing from things they used to enjoy. A near-miss on the stairs. And one that's often overlooked: a spouse or adult child who is exhausted.

That's the best time to call. Almost everything is cheaper, calmer and more effective when it's planned rather than decided in a hospital corridor.

Usually within a week. For hospital discharges, we can often move sooner.

Good — that's what we're built for. Most of our work is finding the right combination of support that lets someone stay where they are, safely and for as long as possible.

A large part of our work is with people doing exactly that. We provide regular written updates, attend appointments in person, and become the one consistent person who knows the whole story — so you're not making decisions from another city with incomplete information.

Then we coordinate what's there, find what's missing, and hold the providers to what they agreed to.

No — and we'd be doing you a disservice if we tried. We take the administration, the chasing and the coordination off your plate so you have room to be family again.

We're not a 24/7 emergency service. In a medical emergency, call 911. What we do is help you prepare so that fewer situations become emergencies — and we're there for everything that comes after.

No — and be careful of anyone who says they can. What we can do is make sure that if the time comes for a change, it's a decision made with time, information and dignity — not one made for you in a hospital.

We're a private service — our fees aren't covered by MSP or BC health programs. That said, some clients are able to claim care coordination costs as a medical expense on their Canadian tax return, and some employer extended health plans cover care management services. It's worth checking with your accountant and your benefits provider. We're happy to provide documentation to support a claim. To see what BC funding programmes may help offset other care costs, see our Funding page.